Complaint Resolution Procedure

Office staff shall verify that the complaint involves a MTAA Member. For complaints received that do not involve an MTAA member, the complaint will still be logged and information on what can then be done is to be distributed to the complainant.

1. Office staff shall verify that the complaint involves a MTAA Member and the Complaint Submission Form distributed for completion. 
2. Complainants are to be advised that only written and signed complaints can be considered by the MTAA.
3. For reference purposes, Staff shall maintain a log of all written and signed complaints. 
4. No complaint will be investigated nor discipline imposed if the complaint is not made within 24 months of the occurrence. 
5. To initiate a formal resolution, the Staff shall mail to the Complainant: 
   1. A Complaint form;
   2. A written explanation of the options available for addressing the complaint and the implications of these options; 
   3. A consent document, which seeks authorization from the Complainant to proceed with complaints/adjudication of the complaint within 10 days of the request by the Complainant.
   4. A consent document to allow the release information to the Complaints Committee, Discipline Committee and Board of Directors where applicable.
6. Upon receiving a written complaint, the Staff shall: 
   1. Create a complaints file and assign a number to the file; 
   2. Send a letter to the Member who is subject to the complaint, advising him/her of the complaint as well as a copy of the complaint to respond to; 
   3. Request a written explanation from that Member;
   4. Advise the Member that his/her written explanation may be used in subsequent proceedings against him/her;
   5. Advise the Member of his/her rights in the Association.
7. Refer the file to the Complaints Committee Chairperson.